Competence Development Manager
Competence Development Manager
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Job Description
With our Operational and Process Excellence initiative in our Customer Service Center (CSC) we strive for excellence in Bosch Global Business Services (GS) by incorporating a variety of principles methodology digital tools systems and resources and with this contribute to enable the business to excel using existing resources more effectively. By doing this we cooperate with crossfunctional teams and Product Owners in all endtoend business streams and levels.
As a Organization Maturity and Competence Manager you will support our targets with establishing standardized competence management framework for our multiple transregional organizational units ensuring harmonized highquality service mindset within the organization and acceptence by customers.
Your tasks:
Develop and implement a comprehensive maturity and competence framework for the customer service center including the definition of key performance indicators and benchmarks for measuring and improving customer service capabilities.
Conduct regular assessments and audits of the organizations customer service operations to identify areas for improvement and development.
Collaborate with crossfunctional teams to design and deliver training programs and initiatives to enhance the skills and competencies of our service teams.
Collect materials from global and local Subject Matter Experts and newly onboarded services and streamline them into short training materials and webbased trainings that are appealing and easy to understand.
Check up on trainings done and match to quality of output: constantly re evaluate the maturity of the workforce and adapt training materials accordingly.
Ensure service teamss work at optimum level: discuss with local team leads and group leads and monitor quality checks and performance output to see whether competences are lacking or not applied inside the organization.
Lead and support change management initiatives to enhance the overall maturity of CSC and meet competence objectives.
Ensure training completion and onboarding of service team members during new implementations.
Ensure maintenence of internal Knowledge Center and user authorizations.
Communicate and manage stakeholders including internal and external customers.
Qualifications :
Education: Completed university degree
Experience and Knowledge:
- 13 year experience in relevant field (training and competence management)
- job experience in multiple functions/locations/cultures
- experience in customer support area
Languages:
- very good knowledge in English German as a plus
Personality:
Attitude:
- high level of commitment
- eagerness for change and new experiences as well as for continuous learning
- proactive to identify and solve problems
- respected and accepted by team and management
- conceptual strategic and methodical way of working as well as ability to work in a team
Skills:
- ability to read and comprehend analytical data about performance related to competences of associates and identify gaps that need to be filled by trainings
- ability to streamline comprehensive information into easy to understand learning nuggets for faster onboarding and better performance of shared service agents
- great communication and presentation/moderation skills
- comfortable under pressure from internal and external sources
- comfortable outlining need to changes in process no matter the hierarchical level exposed to
- persuasiveness and assertiveness
- intercultural competence
- leadership skills
Additional Information :
Get to know our #LikeABosch benefits.
We would like to help you GROW so we offer you:
- Financial security & recognition: We review and increase your competitive base salary annually offer performance loyalty and referral bonus.
- Trainings and professional development: We believe in a LifeLong Learning approach so you can take advantage of several technical and soft skill trainings and language courses.
- Career development: We have a wide range of programs to choose from even if its leadership expert or project development you are aiming for. We also offer mentoring and coaching opportunities we have PhD program and we offer international assignment possibilities.
We would like you to ENJOY the benefits of balancing your life and your work so we pay attention to:
- Your work lifebalance: You can work from our activity based offices designed for creativity and efficiency or from home while enjoying flexible working hours. We offer 105 days paternity leave childcare possibilities and sabbatical option.
- Your health and wellbeing: We provide free professional consultants for any personal legal financial or health related issues. You can benefit from our developing onsite medical center and organized regular health checkups.
- We also offer you several perks and benefits: You can use your annual cafeteria allowance flexibly for family support (e.g. taxfree kindergarten and nursery allowances) health care mobility (car sharing services) and recreation. You can enjoy our onsite canteen we support when you work from home and if you live far we cover your commute costs. We also appreciate your loyalty with jubilee gift and extra jubilee holiday.
You could join an INSPIRING community worth to belong:
- We are true to our values: We are committed to sustainability we value that everyone is different and that diversity makes us truly successful. We also take social responsibility seriously and regularly organize charity actions blood donations and support worthy causes.
- Team building activities and community events are also part of our everydays. We like to come together for a good summer party or family day.
Are you ready to work #LikeABosch
Please apply with your English CV!
If you require any further information please feel free to contact us on the following number:. Our colleagues can help you with answers during the weekdays between 08:00 a.m. till 16:00 p.m.
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
